Help & FAQ
The Following are covered in our FAQ topics:
- Fit & Sizing
- Domestic Shipping
- Returns & Exchanges
- Sale Items
- Discount Codes
- Gift Cards
FIT & SIZING
How do I know which size will fit me best?
You can visit our detailed Size Guide for European to US Size conversions. Andif they do not fit, we offer a 14 day return policy and or exchange.
How should I care for my shoes?
Please go to our Shoe Care Guide for detailed instructions on how to care for your Embassy London footwear. Embassy London provides a full range of shoe care products for the protection and cleaning of each type of leather.
How quickly will my order be processed?
Domestic orders placed Monday-Friday before 10am MST will be processed the same day, and orders placed after 10am MST Monday-Friday, or on Saturday or Sunday, will process the following business day. This excludes national holidays.
Orders are processed and delivered Monday through Friday, excluding holidays.
If you need to receive your order by a certain date and are unsure which shipping option is appropriate, please contact us for assistance.
What’s the status of my order?
Once you’ve received your shipping confirmation email, you can check on the status of your order by clicking the provided tracking link, or by visiting the courier’s website and entering your tracking number. If you’re having trouble finding your confirmation email, please contact us and we will provide an update.
How is tax collected on purchases?
Many states have adopted requirements for online retailers to collect sales tax based on the volume or number of sales within each municipality. Tax laws are complex and subject to change. As such, the states in which we collect sales tax will be updated according to legal requirements.
How much does shipping cost in the US?
We offer $15 shipping anywhere within the contiguous United States. There is an additional charge for items shipped to Alaska, Hawaii and other US territories outside of the contiguous states. If you need your item(s) sooner, please select an expedited shipping option at checkout (for US customers only).
How fast is your shipping?
Depending on where you are located, UPS Ground typically takes 3 to 7 business days.
Where do you ship from?
We ship all online orders from our facility in Denver, Colorado.
Do you offer expedited shipping?
Soon! You will be able to select UPS Next Day (1-2 Day) or UPS 2nd Day (2-3 Day) shipping for an additional fee at checkout. Expedited shipping orders must be placed by 11AM (MST) to be shipped same day. Embassy London USA services the U.S. market only.
RETURNS & EXCHANGES
What is your return policy?
We are happy to offer a refund, exchange (if size available), or online store credit for orders that meet the following criteria:
- Items must be postmarked within 14 days of receipt.
- Items must be returned in their original condition (will not accept damaged, altered, or worn) and must include all original packaging, box and dust bag.
- Unfortunately, we cannot accept returns on gift cards, final sale, sample sale, or shoe care products.
Can I return something I purchased on sale?
Yes. However, any item marked "Final Sale" may only be returned for store credit.
How do I return something from my online order (US)?
To start a return, please have your Order # and the email address you placed the order under ready and go to Returns. Items sent back to us without first requesting a return will not be accepted. We recommend also making a note of the return tracking number.
You will receive an email notification once your return has been processed. Eligible refunds can only be credited to the form of payment used for your original order. Please keep in mind it can take some time for your credit card company to process and post the refund.
Does Embassy London exchange products?
Yes! Currently, Embassy London USA offers two easy exchange options with free shipping, in the event you simply need a new size of the shoe or boot you originally ordered. During the exchange process, simply select an exchange for a new size. During checkout you will be prompted with two options:
o Send my exchange after I return: With this option, your order will not ship until you return your original purchase. If the item is no longer in stock by the time your return is received – you will be refunded your money and will receive a message alerting you that the item is out of stock and your money has been refunded.
o Instant Exchange: With this option, you will be prompted to enter a credit card to guarantee the return of your original order. Once you do this, your new order will ship immediately. In the event you do not return your original order within 14 days, your payment method will be charged for the exchange.
If you want to purchase an entirely different item (not a simple size exchange), the fastest way to ensure you get what you want is to make a separate purchase for the new item and return the item you have for a refund.
As a reminder our shoes are lovingly made in limited quantities in small, European factories. If you are considering a size exchange, we recommend using our instant exchange option to ensure your new size is in stock.
As always, our goal is for you to have the shoes you want.
What does Final Sale mean?
All items marked 'Final Sale' may only be returned for an exchange or store credit. Additional discounts do not apply.
What happens if I purchase a gift for someone that is a Final Sale?
Items purchased as gifts are still applicable to our Final Sale policy, and may only be returned for an exchange or store credit. Additional discounts do not apply.
What does Sample Sale mean?
Sample Sale items are one of a kind, past seasons and archives styles. These styles can be gently used. All items marked as "Sample Sale" may not be returned or exchanged for store credit.
How do I use a discount code?
To redeem a discount code, add your desired items to your shopping cart and select “Check Out.” Enter your discount code in the field labeled “Gift card or discount code” and select “Apply.”
Can I use more than one discount code?
At this time, our system only allows one code to be entered at a time.
Where can I purchase an Embassy London Gift Card?
Currently, we only sell electronic gift cards online.
Do Gift Cards expire?
Gift cards will only expire when the full amount has been used.
Can I order a gift card in a different amount than the options offered?
We are more than happy to help you with a custom gift card. Just contact us with the dollar amount you wish to purchase and we can send you a link.
The shoes or size I want are sold out. Will you be getting more?
Our seasonal collections are produced in limited quantities, but you can opt to select the "Email Me When Available" button on any sold out product page to be notified if an item is restocked.